Return & Refund Policy

Last Updated: June 2026

Welcome to Metrox. We value our customers and strive to ensure your satisfaction with every purchase. Please review our Return & Refund Policy carefully before placing an order.

Shipping Information

All orders are processed and shipped within 3–5 business days after payment confirmation. Delivery times may vary depending on your location and the shipping carrier.

Once your order has been shipped, you may receive tracking information (where available).

Returns

We accept returns within 14 days of receiving your order.

To be eligible for a return:

• The item must be unused and in the same condition that you received it.
• The item must be returned in its original packaging.
• Proof of purchase (order number or receipt) must be provided.

To request a return, please contact us before sending any item back.

Damaged, Defective, or Incorrect Items

If your coffee mug arrives damaged, defective, or if you receive the wrong item, please contact us within 48 hours of delivery.

Please include:

• Your order number
• A description of the issue
• Clear photos of the item and packaging

Upon review, we will arrange a replacement or issue a full refund where appropriate.

Non-Returnable Items

The following items are not eligible for return:

• Products that have been used or damaged after delivery
• Items returned without original packaging
• Customized or personalized products (if applicable)
• Clearance or final-sale items

Refunds

Once your returned item is received and inspected, we will notify you of the outcome.

If approved, your refund will be issued to your original payment method within 5–10 business days. Processing times may vary depending on your bank or payment provider.

Return Shipping Costs

• Customers are responsible for return shipping costs unless the item received is damaged, defective, or incorrect.
• Original shipping charges are non-refundable unless the return is due to our error.

Order Cancellations

Orders may be canceled within 12 hours of purchase. After this period, orders may already be in processing and cannot be guaranteed for cancellation.

Contact Information

If you have any questions regarding returns, refunds, or exchanges, please contact us:

Metrox
📍 Address: 44/46 Morningside Road, Edinburgh EH10 4BF, United Kingdom
📧 Email: info@metrox.co.uk
📞 Phone: +44 0131 446 9777

We appreciate your business and thank you for choosing Metrox. Our goal is to provide quality products and excellent customer service.